topic Re: 4 HP Envy Questions in Notebooks Archive (Read Only)https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303539#M1099696
<P>Thank you Abit.</P><P>Product number: G6T84UA#ABA</P>Wed, 14 Oct 2015 15:08:50 GMTline292015-10-14T15:08:50Z4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303448#M1099694
<P>Hi,</P><P>Thank you for holding this HP Expert day. We appreciate it.</P><P>&nbsp;</P><P>We have two HP Envy 15 x 360 PC 64-bit laptops running Windows 10. Hopefully you can help us with these 4 questions:</P><P>&nbsp;</P><P>1 - Power/Shut down closes down the computers in that their screens go dark, and all software, apps, etc. are closed. However, the computers are not totally shut down! Their ON buttons are still lit and their fans are still on. To completely shut down each computer and therefore not run the battery down, we have to press and hold the ON button for about 10 – 15 seconds, similar to when a computer crashes and you have to do a forced shutdown.</P><P>Is HP aware of this issue and, if so, is a fix pending?</P><P>&nbsp;</P><P>2 - On both computers we find an “Unknown device” under “Other devices” in Device Manager. We Uninstall it, but eventually it returns. Under Properties:</P><P>&nbsp;</P><P>General tab: “The drivers for this device are not installed. (Code 28) To find a driver for this device, click Update Driver.” However, it fails to find a driver.</P><P>&nbsp;</P><P>Details tab: Has different “Value” entries, depending on the “Property” selected.</P><P>&nbsp;</P><P>Sample posting to the Events tab/Information section: “Driver Management concluded the process to install driver nettap60.inf_amd64_bec9f85489d74657\nettap60.inf for Device Instance ID ROOT\NET\0000 with the following status: 0x0.”</P><P>&nbsp;</P><P>Any idea what this unknown driver is?</P><P>&nbsp;</P><P>3 - Cursor often moves haphazardly when typing in Word or Excel or even when creating an email. Examples: App might close without warning.</P><P>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; When making an entry to a given Excel cell, cursor will suddenly jump to another cell.</P><P>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; When typing a paragraph in Word, cursor will jump to another spot on the docx.</P><P>&nbsp;</P><P>So, must always look at the screen when entering text and data to make sure entry point hasn’t suddenly changed.</P><P>&nbsp;</P><P>We assume HP Support Assistant / Settings /”Install important and recommended updates automatically when possible” and associated HP updates and messages scheduler is keeping drivers set current?</P><P>&nbsp;</P><P>Is there perhaps a more current keyboard driver? We have “Standard PS/2 Keyboard driver version 10.0.10240.16384 dated 6/21/06. “Update Driver” indicates this is the most current driver.</P><P>&nbsp;</P><P>4 - Now that we have Windows 10, why do we need to retain the Pokki Start Menu and Pokki Host App Service? Are these programs redundant?</P><P>&nbsp;</P><P>Thank you very much for your help!</P>Wed, 14 Oct 2015 14:56:04 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303448#M1099694line292015-10-14T14:56:04ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303510#M1099695
<P>Hello,</P><P><BR />I will try to to help you on your first question: Unit not shutting down. Would help if I had the exact product number of the unit, so please post it. I will assume that you have Intel processor so here it is <span class="lia-unicode-emoji" title=":slightly_smiling_face:">🙂</span></P><P>&nbsp;</P><P>Download and install Intel MEI driver version 9. Here is the link for installation:<BR /><A href="http://ftp.hp.com/pub/softpaq/sp66001-66500/sp66228.exe" target="_blank">http://ftp.hp.com/pub/softpaq/sp66001-66500/sp66228.exe</A></P><P><BR />&nbsp;Click on the link, choose save once prompted and run the driver after. Reboot the system and test if unit is shutting down.</P>Wed, 14 Oct 2015 15:04:37 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303510#M1099695AbitGeeky2015-10-14T15:04:37ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303539#M1099696
<P>Thank you Abit.</P><P>Product number: G6T84UA#ABA</P>Wed, 14 Oct 2015 15:08:50 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303539#M1099696line292015-10-14T15:08:50ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303561#M1099697
<P>Assumed correct :), just install MEI driver, i think would solve the issue</P>Wed, 14 Oct 2015 15:12:21 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303561#M1099697AbitGeeky2015-10-14T15:12:21ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303597#M1099698
<P>Hi Abit</P><P>I am in the process of installing the driver as per your suggestion.&nbsp; Just got a message however telling me that my computer currently contains driver versions newer than the version I am about to install.&nbsp; Should I continue?</P><P>Intel MEI driver 11.0.0.1146.&nbsp; Driver dated 6/12/15.</P><P>Thanks</P>Wed, 14 Oct 2015 15:17:55 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303597#M1099698line292015-10-14T15:17:55ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303608#M1099700
<P>Yes please proceed. IF no success i will provide you more instructions on how to get to have v9</P>Wed, 14 Oct 2015 15:20:12 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303608#M1099700AbitGeeky2015-10-14T15:20:12ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303626#M1099702
<P>Hi,&nbsp;</P><P>&nbsp;</P><P>Please provide the graphics card details like hardware ID and the driver version and the date, please provide the hardware id of the missing devices as well,</P><P>&nbsp;</P><P>Select the device (which shows !) -&gt; Right click -&gt; Properties -&gt; Details -&gt;Select Hardware id from the drop down list (under Property)-&gt;let me know the device id!</P>Wed, 14 Oct 2015 15:22:57 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303626#M1099702RajeshR60522015-10-14T15:22:57ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303717#M1099704
<P>Thank you Rajesh.</P><P>The hardware Id Value is</P><P>root\NetTap6</P>Wed, 14 Oct 2015 15:37:48 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303717#M1099704line292015-10-14T15:37:48ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303736#M1099705
<P>Please provide the graphics card details as well&nbsp;</P>Wed, 14 Oct 2015 15:40:00 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303736#M1099705RajeshR60522015-10-14T15:40:00ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303739#M1099706
<P>Hi Rajesh,</P><P>The Driver Version and Driver Date are both "Not available" for this unknown driver</P>Wed, 14 Oct 2015 15:40:22 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303739#M1099706line292015-10-14T15:40:22ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303757#M1099707
<P>I am talking about the graphics card, it will listed under display adapters in device manager say intel/AMD</P>Wed, 14 Oct 2015 15:43:45 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303757#M1099707RajeshR60522015-10-14T15:43:45ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303794#M1099708
<P>Hi Rajesh, sorry.</P><P>Intel HD Graphics driver:</P><P>Driver Version 10.18.15.4248</P><P>Driver Date&nbsp; 6/29/15</P><P>&nbsp;</P><P>Hardware Ids:</P><P>PCI\VEN_8086&amp;DEV_0A16&amp;SUBSYS_22D6103C&amp;REV_0B<BR />PCI\VEN_8086&amp;DEV_0A16&amp;SUBSYS_22D6103C<BR />PCI\VEN_8086&amp;DEV_0A16&amp;CC_030000<BR />PCI\VEN_8086&amp;DEV_0A16&amp;CC_0300</P>Wed, 14 Oct 2015 15:48:46 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303794#M1099708line292015-10-14T15:48:46ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303806#M1099709
<P><LI-USER uid="2598794">﻿</LI-USER>&nbsp;is shuting down issue solved or should we proceed with other steps?</P>Wed, 14 Oct 2015 15:52:08 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303806#M1099709AbitGeeky2015-10-14T15:52:08ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303812#M1099711
<P>Download and install the latest Graphics driver from the below link,</P><P>&nbsp;</P><P>&nbsp;</P><P><A href="http://ftp.hp.com/pub/softpaq/sp72001-72500/sp72369.exe" target="_blank">http://ftp.hp.com/pub/softpaq/sp72001-72500/sp72369.exe</A></P><P>&nbsp;</P><P>&nbsp;</P><P>Once you update graphics check if you are able to successfully shut down the machine normally.</P>Wed, 14 Oct 2015 15:51:58 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303812#M1099711RajeshR60522015-10-14T15:51:58ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303821#M1099713
<P>Hi Abit,</P><P>Please keep issue as open.&nbsp; Am interfacing with your coworker on one of our other questions.&nbsp; Have downloaded old driver per your suggestion and have rebooted.&nbsp; Will close my computer and see if your solution works in about 3 hours or less and get back to you with results.&nbsp; Thank you very much for your help and your patience.&nbsp; I appreciate it.</P>Wed, 14 Oct 2015 15:54:01 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303821#M1099713line292015-10-14T15:54:01ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303833#M1099714
<P>No prob, i must go offline now, but we can continue later, have a good day.</P>Wed, 14 Oct 2015 15:55:23 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303833#M1099714AbitGeeky2015-10-14T15:55:23ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303852#M1099716
<P>Hi Rajesh</P><P>Received this error message when trying to run the downloaded driver:</P><P>"Computer does not meet minimum requirements for installing the software."</P><P>I will return in about 3 hours or less and continue.&nbsp; Thank you very much for your assistance so far.</P>Wed, 14 Oct 2015 15:58:23 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5303852#M1099716line292015-10-14T15:58:23ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5304854#M1099717
<P>Hi Abit Cheeky,</P><P>Have shut down computer two times since downloading the driver as you suggested.&nbsp; Computer totally shut down as it ought to both times.&nbsp; Very pleased!&nbsp; Please accept my thanks and appreciation.&nbsp; I consider my question #1 of 4 of my original post to be solved thanks to you.&nbsp;</P>Wed, 14 Oct 2015 18:53:59 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5304854#M1099717line292015-10-14T18:53:59ZRe: 4 HP Envy Questionshttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5304894#M1099719
<P>Hi Rajesh,</P><P>Rebooted and tried to download driver as per your suggestion.&nbsp; Received message indicating that this driver is currently loaded, so I did not overlay it.&nbsp; Should I delete this driver from my computer and replace it with the same driver?&nbsp; Also, machine now shuts down normally thanks to driver suggested by your co-worker AbitGeeky.</P><P>Are you still trying to figure out the answer to question #2 of my original post concerning the unknown device?</P><P>Thank you</P>Wed, 14 Oct 2015 19:00:35 GMThttps://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/4-HP-Envy-Questions/m-p/5304894#M1099719line292015-10-14T19:00:35Z